Safer Gambling Analyst – Remote

Hire Resolve; Cape Town; Remote; ZAR 420,000 - 620,000; Full time

Job summary

A leading recruitment agency is seeking a Safer Gambling Analyst for a fully remote role. Responsibilities include communicating with customers at risk of gambling-related harm and improving internal policies. Candidates should have at least one year of experience in Safer Gambling or related fields, excellent customer service skills, and the ability to manage difficult conversations. This position offers a competitive salary based on experience.

Qualifications

• Minimum of one year experience in Safer Gambling or related fields.
• Experience with difficult conversations with customers.
• Ability to work collaboratively with stakeholders.
• Ability to collaborate with multiple stakeholders to reach appropriate decisions on customer accounts.
• Proven track record delivering excellent customer service.
• Experience in a regulated market such as iGaming or similar strict industry is advantageous.
• Prior exposure to Know Your Customer (KYC) processes is desirable but not essential.

Responsibilities

• Communicate with customers at risk of gambling-related harm.
• Maintain and improve policies to prevent gambling-related harm.
• Handle escalations from the Player Success Team.
• Monitor communication channels to ensure SLAs and smooth user experience.
• Manage customer complaint cases during shifts.
• Analyse accounts for Safer Gambling and Anti-Financial Crime concerns.
• Escalate cases to protect players when needed.
• Suggest improvements to Operational Compliance and Player Success processes.
• Collaborate with Safer Gambling Management and Head of Operational Compliance to promote compliance and awareness.

Skills

Experience in Safer Gambling

Excellent customer service

Calm under pressure

Calling customers

Difficult conversations

Stakeholder management

Customer service

Regulated market experience

KYC processes

Job description

Hire Resolve’s client is urgently seeking the expertise of a Safer Gambling Analyst for a fully remote position.

Responsibilities

• Communicating with customers via email, chat, or phone who may be at risk of or experiencing gambling-related harm, and taking appropriate action based on current legislation and procedures.
• Maintaining and improving internal policies and procedures designed to prevent gambling-related harm.
• Handling escalations and inquiries from the Player Success Team concerning operational compliance processes and cases.
• Monitoring customer communication channels and inboxes related to operational compliance to ensure service level agreements (SLAs) are met and the user experience is smooth.
• Managing customer complaint cases during their shift.
• Analysing customer accounts for Safer Gambling and Anti-Financial Crime concerns, identified through internal reporting or Player Success interactions.
• Escalating cases when necessary to protect players.
• Suggesting modifications or improvements to current Operational Compliance and Player Success processes.
• Collaborating with Safer Gambling Management and the Head of Operational Compliance to foster a culture of Safer Gambling and excellent customer service by promoting compliance and awareness.

Requirements

• Minimum of one year experience in either Safer Gambling, Anti-Money Laundering or VIP.
• Experience with calling customers.
• Experience with having difficult conversations with customers whilst remaining calm and objective-focused.
• Ability to work with a number of stakeholders within the business to reach an appropriate decision regarding customer accounts.
• Previous experience in delivering excellent customer service.
• Experience in dealing with a regulated market in the iGaming industry or a similarly strict regulated industry would be beneficial.
• Previous experience in either Safer Gambling, Anti-Money Laundering or Anti-Fraud may be beneficial.
• Previous experience dealing with "Know Your Customer" KYC processes is desirable but not essential.

Contact Hire Resolve for your next career-changing move.

• Our client is offering a highly competitive salary for this role based on experience.
• Apply for this role today, contact Adrienne Steyn at Hire Resolve on [e-mail] or on LinkedIn.
• You can also visit the Hire Resolve website: hireresolve.us or email us your CV: [e-mail].

We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.